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Community > Blog > What does IT really cost?

Revelation Helpdesk Community Blog Posts

What does IT really cost?

This month Forrester Research put out a blog post titled “Top 10 IT Service Management Challenges for 2012.”

Over the course of the year I will be discussing how Revelation Helpdesk excels at these challenges, starting with #1 – Cost Transparency.

Forrester Analysts said:

“Something’s got to give in terms of “what IT costs.” IT is and will continue to be a sizable expense to the business. I&O is spending the business’s money, the business wants to know whether it is being spent wisely, and who can blame them. Consequently, I&O organisations need to know what their services are and what they cost. It isn’t simple and in many ways it's a great example of where I&O needs to “jump before it is pushed.” Think about having to answer the CEO’s off-the-cuff questions as to how the corporate email service compares to cloud services such as Gmail.”

Top 10 IT service management challenges for 2012
Forrester Analysts, 01/03/12

So, how does Revelation Helpdesk provide cost transparency? Very easily – let me show you:

When you work on a ticket in Revelation Helpdesk you can record the time spent on each action either manually or with a built-in stopwatch. You can also define minimum time allocations that will auto populate the time field when you add a new action to your ticket.

When you configure your staff in Revelation, you can add in the hourly cost for each person based on the role they serve in the organization. In this way, as your staff record the time they spend performing different tasks – you are building a wealth of knowledge on the costs associated with these tasks.

But that’s just the beginning.

You may have members of staff that perform different jobs, each having different costs bases – no problem; Revelation lets you assign multiple roles to each individual.

You may have different internal cross-billing rates for different divisions of your company – no problem; Revelation lets you customize the hourly costs per division (or however you group your end users).

You may only want some of the time your staff spends to apply to the cost calculation – no problem; Revelation will let you record direct (billable) and indirect (non-billable) time in each activity your staff perform.

You may need to break your work down by different sub categories, even categories within categories – no problem; Revelation will let you create nested ticket categories (or types) up to four levels deep.

In the end, Revelation Helpdesk can capture all of the data you need to calculate the internal costs of your IT department and the work you provide to the various divisions within your organization.

Revelation’s built in reports can show you not only the cost per staff member/per team/and per project – even breaking it down by the different types of work you do.

On top of that, Revelation Helpdesk’s report builder will let you create any report you need. You can either write the report in XML and import it – or use our simple drag and drop interface to create your own.

This is just a brief look at how Revelation Helpdesk will help you provide Cost Transparency. For more detailed information contact us or sign up for a live online product walkthrough.

Posted: 1/18/2012 11:09:37 AM by Oksana Bachuk | with 0 comments

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